admin-support.md

MotionCode Admin Support Runbook

Access Model

Internal admin access is granted by either:

• profiles.is_internal_admin = true for the verified Supabase user.
• Server-only allowlist env vars for bootstrap or emergency access.

Never use user-editable metadata for admin authorization.

Support Routes

• User page: /support
• User API: GET /api/support, POST /api/support
• Admin page: /admin
• Admin queue API: GET /api/admin/support
• Admin ticket update API: PATCH /api/admin/support/[ticketId]

Ticket Operations

Operators can:

• View tickets across users.
• Set status to open, pending, or closed.
• Set priority to standard, priority, or urgent.
• Assign or unassign tickets.

Ticket updates write support.ticket.updated audit events.

Plan Overrides

Route: POST /api/admin/users/[userId]/plan-override

Required fields:

• planTier: free, pro, or studio.
• reason: operational or billing reason.
• expiresAt: optional ISO timestamp or null.

The API creates an override row, updates profiles.plan_tier, and records admin.plan_override.created.

Escalation

Escalate immediately when:

• A user reports cross-account data exposure.
• Admin access appears incorrect.
• Audit event writes fail.
• Payment state and profile plan state disagree for paid users.